ComplaintsforLifetime Fence And Deck

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had them replace my wooden fence back in January of this year and have attached the invoice showing the cost of the replacement. I have been extremely disappointed in the quality of the wood, some beams were missing sides and I reached out at the time and received no response. Now after just having the fence for 10 months *************** is severely warped as well as some of the panels. I have attached a photo of the gate. I reached out to them via email requesting they replace the gate. I have never seen a wood fence warp this badly in my life and for the amount I paid for it this is not acceptable, but since they won't respond I decided to give this a try to see if you can help me get this resolved. They need to change their name because this is not a Lifetime Fence at all. Sincerely, *******************

  Business response

  11/01/2023

  To whom it may concern,

  *************** asked for a certain installer by name and this person gets 5 star reviews never had a customer complain about his installations. Mrs. was not happy with 

  this person. That is the only problem we have heard about. Wood does not have a warranty and we try to have people change to vinyl or any other material we provide.

  this is ******* and the weather causes PT wood  to warp, split, change color etc. Workmanship  is covered for (1) year. since this was installed we have rain  after rain and every time 

  the wood dries it will distort it. Acts of God is not covered. *************** called a week ago after 10 months. If the wood is bad we have no way of knowing we buy from a vendor.

  I am going to attach a copy of our contract. This will give you answers again ***************. The name of our company has nothing to do with  product or warranty. The product 

  is warrantied by the Vendor if its vinyl or Alum. Wood has no warranty.  If you want cedar or any hard wood that will last, not PT Pine. I have no answer other than we by from ******

   

   

  Respectfully

  *******************************

   

  Customer response

  11/10/2023

   
  Complaint: 20776162
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  11/15/2023

  I am happy to be able to respond my computer was acting up and sent my response with no reply.  I find her answer so bogus, first of all the comment about buying a vinyl fence over a wood fence because we live in ******* is ridiculous. I had wanted a vinyl fence but the *** denied it so I was forced to purchase a wood fence.  There have been many wood fences put up around me since I had my put up and no one else is experiencing the horrible wood and warping that I have experienced.  Lifetime actually put in a fence across the street from me a year before I put mine in and it looks great, there is no warping or damaged panels.  From the beginning of having this installed I sent them an email with many pics that show how my beams are missing corners and the slats have missing sides along with pics of all the nails missing their **** and a panel put on crookedly so there was a gap between panels.  They didn't make any comment about the crummy wood I received but sent the installer out to straighten the panel and pull nails that were sticking out. I tried to attach some of the pics here so you could see what I am dealing with but guess they are too big to send.  They claim to guarantee installation for a lifetime yet they are unwilling to come out and even look at the gate, perhaps it's not warped and just need to be re-hung properly so it doesn't look cockeyed.  As for the comment about my wanting that installer it was because he received wonderful reviews on ******* but later I found out he prefers installing vinyl fences.  I also opted to have the fence line up on top which created a gap at the bottom but he said he could put panels across the gap so it would cover it but he even put those on crooked and now I need to plant bushes to cover up how badly it looks.  Perhaps they should have made me aware that he is best at vinyl fences and sent someone who is experienced with wood fences to properly install it.  I also feel that they should not be offering wood fences if they feel they all warp in *******. I really feel they need to look at the wood before sending it out, seriously there had to be better panels and posts to pick from and if not I would not be using Lowes to supply the wood.  They just don't seem to care about quality and customers and honestly my complaint should include replacing all the bad wood but I feel I at least deserve after all the money spent is to have that gate hanging properly.  I recently had a company stain it and they commented on how poorly it was installed and how horrible the wood looked, so this is not me just wanting to complain it is a legit complaint. 

  Business response

  12/15/2023

  **************,

  I WILL BE MORE THAN HAPPY TO HAVE SOMEONE COME OUT AND AJUST YOUR GATE AND AS I STATED BEFORE THERE IS NO WARRANTY ON WOOD ONLY

  WORKMANSHIP AND THAT IS FOR 1 YEAR. WE HAVE INSTALLED WOOD FENCES AND AGANIST OUR BETTER JUDGEMENT JUST FOR THIS REASON. WE WARRANTY WORKMANSHIP ONLY.

  OUR MANUFACTUERS WARRANTY MATERIALS AND GOES AS FOLLOWS WOOD, NO WARRANTY. VINYL 30 YEARS FOR DEFECTS NOT ACTS OF GOD NOR DAMAGE BY WHATEVER, KIDS,DOGS, LAWN MOWERS,

  BASEBALLS, ***** GUNS, OR NEGLECT. ETC. ALUMINUM CARRIES THE SAME WARRANTY AS VINYL.I AM VERY SORRY THAT YOUR HOA ONLY ALLOWS ****. WE COVER WORKMANSHIP ON ALL MATERIALS

  FOR 1 YEAR.  CALL THE OFFICE  ************ AND WE WILL BE MORE THAN GLAD TO PUT YOU ON OUR SCHEDULE TO AJUST YOUR WOOD GATE.

   

  RESPECTFULLY

  *******************************

  Customer response

  12/20/2023

  I can't approve or disapprove their response until they come out and rehang my gate, which she claims she will send someone out at the end of next week but until they have come out and fixed it I would like to keep my complaint open because I am not holding my breath she will do what she says.  ****

  Customer response

  12/21/2023

   
  Complaint: 20776162
  
  I am rejecting this response because:  I can't approve or disapprove their response until they come out and rehang my gate, which she claims she will send someone out at the end of next week but until they have come out and fixed it I would like to keep my complaint open because I am not holding my breath she will do what she says.  ****
  
  Sincerely,
  
  *******************

  Business response

  12/21/2023

  I have no response to this comment.

  Customer response

  01/10/2024

  I did not respond earlier because I wanted to be sure they were going to address my issue, which they did and they did replace my fence door so I am satisfied with their correction.  I had thought you would remind me to respond, sorry I did not but if you can change the complaint to satisfied that would be appreciated.  Thanks again for the help,  ****

  Customer response

  01/11/2024

  I did not respond earlier because I wanted to be sure they were going to address my issue, which they did and they did replace my fence door so I am satisfied with their correction.  I had thought you would remind me to respond, sorry I did not but if you can change the complaint to satisfied that would be appreciated.  Thanks again for the help,  ****

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2022 after purchasing our home we contracted Lifetime Fence and deck to permit, procure and install our fence. The fence was procured and installed partially. In order to get the company to come back and put on the caps of the vinyl fence we chased Lifetime Fence and deck to pay them the second installment as agreed. We did pay and that is agreed. Later that year we requested our survey returned to which they replied it is lost, and you’re a real “pain in the but”. There is no need to treat my wife like this. The survey was eventually paid for. In Hurricane Ian our fence was damaged. We called lifetime to repair it with the insurance however there was no answer or callback. We assumed that this was due to my wife being “a pain in the butt”. Fast forward to August 2023, we received a call that the permitting was never completed, because “we’ve had some problems”. Instructions were given to reprint the survey and permit info to be reopened. No confirmation has yet to be made of official permit conclusion or inspection by the authorities. When paying, being subject to the rudeness and simply accepting missing parts on the fence I believe management of this company has lost control. I seek rapid full and detailed acknowledgement of these facts and actions to rectify them.

  Business response

  09/05/2023

  To whom it may concern,

  the fence was fully installed and at that time caps were on back order, as soon as the order arrived we sent our employee and he put the caps on. we then started receiving calls from Mrs. Sawyer requesting her survey and stating 

  she only had one survey and she was informed that the survey is marked and sent to permitting. She said we had better get her survey. We ask for copies not originals and we also called the survey company for her and they couldn't 

  give her one because it was not in her name. I then called and had ******** surveying  and had a survey done for the ******* at no cost to them. She was very rude to everyone in the office. Her permit was not called in due to a change 

  in employees as soon has it was discovered it was taken care of and the ******* were called and notified. On August 17th 2023 at 4:00 PM the ******* were sent confirmation that the fence past inspection and closed out. As for being called to repair the fence! We never got the call. Please be truthful if your gonna complain.

   

  Linda H*********

  Lifetime Fence and Deck LLC

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/21/2022 I have the fence installed Lifetime Fence and Deck. Soon notice that the double gate was not opening, seems like it is caving in. I called the company to get this repaired at the time of my final payment on 3/10/2022, also on 3/28/2022 and 4/14/2022. I have comunicate via email and phone, the lady on the other side is very nice and her answer is that someone will call me. That has not happened yet. I have had to postpone other projects in my yard since that double gate does not open at all now. On the same calls and email I have asked for an estimate to replace one of the panels. They don't seem interested on fixing the issue with the gate nor to give me an estimate to replace one of the vinil panels. I need Lifetime Fence and Deck to fix the gate or return my money for the fence. Lifetime warranty does not means much if lack customer service.

  Business response

  05/03/2022

  Consumer Response /* (2000, 6, 2022/04/21) */ Today Lifetime Fence and Deck sent a person to take care of the issues with the gate and the fence. I am extremely satisfied with the work of their employee. He was knowledgeable and took care of the issue right away. The technician has great customer service skills which are rare to find these days. This complaint can be closed.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired lifetime fence and deck to install a fence in February 2021. I had issues shortly after installation and could not get them to inspect it. The end post is loose in the ground and causing the gate to bind and not open correctly. Over a month ago I contacted them again about repairing it and nobody will fix the issue. The owner of the company had her secretary tell me "he will have to wait for someone to call him". It has been over a month and nothing has been resolved. Multiple phone calls and text messages to the company are acknowledged but nobody returns a call or text message. When they were trying to sell me the fence I received multiple calls a day and now when they do answer the phone I get nothing but attitude from them. The contract I have states their fence has a lifetime warranty and they will not honor it. Next step will be to go to court. My attorney fees cost nothing so I am fine with filing a complaint in court.

  Business response

  03/01/2022

  Business Response /* (1000, 10, 2022/02/01) */ Mr.******* had his repair completed on the 25th of Jan at which time he also tipped the repair person 20.00. I would never tell a customer he has to wait for someone to call him. As for a lifetime warranty it is a manufacture Warranty which covers fading warping or any defects in the material. It does not cover damage caused by a person or acts of God. Our customers are very important to us and we will always work to meet their expectations. This case needs to be closed out we completed the task.

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